FREQUENTLY ASKED QUESTIONS - LEASEHOLDERS
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- Why should we choose HomeMade Management?
- What will you do in the first 60 days of taking over?
- Which Associations' standards do you follow?
- Which services do you offer?
- How do you deal with unpaid service charges?
- Can we keep our own contractors?
- How many years have you been in property management and maintenance?
- Where are the properties you manage?
- How often do you visit properties?
- What are your office hours?
- Why are you called HomeMade Management and when were you set up?
- Where are monies kept?
- When do you consult about maintenance work?
- If we do not own the freehold but have the Right to Manage, can we work with HomeMade Management?
- What happens if we make a claim against you or you go bust?
- What are your fees for managing a block?
1. Why should we choose HomeMade Management?
We are a local business, with a very much hands-on management approach, driven by the depth of our experience. We have direct experience throughout the whole property management process from roles as tradesmen, building contractors, commercial and residential landlords through to RTM company directors and property managers.
We can therefore correctly identify works that need to be done, ensure specifications are realistic and practical, tradesmen and contractors capable and works carried out to the standard and timing demanded.
Recent refurbishments of blocks and residences include those in Norfolk Terrace, Holland Road, Marine Parade, Lansdowne Place, Horizon Building on Kingsway, York Road and Aymer Road. References can be obtained, including from a Brighton & Hove Football Club captain, a local Member of Parliament and a former chairman of a FTSE 100 company.
There is also a width of experience covering property maintenance and management in both residential, commercial and luxury hotel sectors. With ex-directors within a FTSE10 company and international hotel group, we can also offer the very highest standards of communication and customer service.
2. What will you do in the first 60 days of taking over?
Firstly, meet as many leaseholders and all the directors of the RTM Company as possible, to understand the history, issues and their priorities. Secondly, gain as much information as possible from the outgoing managing agents, current contractors and suppliers. The quality and quantity of this varies trendously, but most of the gaps can usually be filled from the leaseholders and from the freeholder (who has a legal obligation to provide information under RTM legislation).
Thirdly, we will meet and conduct a thorough property inspection, identifying areas for work, then prioritise and cost these areas, producing a draft schedule of works, service charge contribution and cash flow analysis for the succeeding 4 years. This will then be discussed and amended with the directors/leaseholders.
Fifthly, we will produce accounts (subject to the quality of those received) for the past year, current year and subsequent 4 years for discussion and sign off.
Sixthly, we will draw up the specification of works for the first lots of work for sign off and then issue the legal notifications.
3. Which Associations' standards do you follow?
Royal Institution of Chartered Surveyors' Residential Management Code, The Association of Residential Managing Agents' Charter and Standards, The Solicitors Regulation Authority and The Information Commissioner's Office's Data Protection Code.
4. Which services do you offer?
Fund Collection (service and maintenance funds, arrears management); Company Secretary (AGM management, Companies House filings); Repairs & Maintenance (site visits, specifications, quotation collection, contractor instruction, work review, payment); Accounts (annual budgets, daily expenditure, management accounts, corporation tax returns, secure bank accounts, copy invoices); Staff Management (recruitment, HR policy, payroll, appraisals).
5. How do you deal with unpaid service charges?
None of our blocks has substantial service charge arrears. However, when taking over some blocks there have been major issues. Recently the mortgage company of a leaseholder has paid the substantial arrears due. This was after First Tier Property Tribunal proceedings and litigation works, including the threat of forfeiture of the lease. It is a long process, but with preparation, making sure all records are organised and all legal requirements met, the process will on most occasions be successful. Our legal counsel also helps to keep costs down.
Other recent legal proceedings have also been successful, with freeholders eventually agreeing to right to manage proceedings and paying their share of service charges.
The key is to know the leases inside out, have organised accounts, issue demands in a timely and legally adherent manner and communicate regularly with leaseholders. Most leaseholders pay on time, some need chasing, but the key is to assume you will have to go to the property tribunal and the county court and therefore be organised.
6. Can we keep our own contractors?
Yes, we are free of all ties and in-house resource, so we can work with the best surveyors, contractors, solicitors and accountants available. We will agree terms of conditions for contractors with you and manage them.
7.How many years have you been in the property management and maintenance?
All managers have at least 20 years' experience of building, maintaining and managing properties.
8. Where are the properties you manage?
Brighton, Hove and London. Properties vary from studio flats, maisonettes, houses and Houses in Multiple Occupation (HMO) and blocks of flats.
9. How often do you visit properties?
During the first 3 months of a block management contract, visits every week and as issues are resolved, monthly. Quarterly for rental properties. During external works, at least twice weekly.
10. What are your office hours?
Monday to Friday 9am to 5.30pm. In addition, all customers will have the mobile number of their Customer Manager, who are contactable after hours. Voicemail, texts and emails will also be regularly checked 24/7.
11.Why are you called HomeMade Management and when were you set up?
The common and external areas of residential blocks are extensions of the home and should be treated as such. HomeMade Management provides the quality, pace of work and trust you would expect in your own home, so we help to make your block a home. It was set up in 2013 as a combination of properties managed by the Customer Managers.
12. Where are monies kept? What about interest?
Service charge and maintenance fund monies are kept in interest bearing client accounts in accordance with Royal Institution of Chartered Surveyors "Client Money Protection Scheme". All interest accrues to the residents.
13. When do you consult about maintenance work?
We consult directors about all works. For leaseholders we adhere to Section 20 of the Landlord and Tenant Act 1985 (amended by section 151 of the Commonhold and Leasehold Reform Act 2002), consulting when work will cost any one leaseholder more than £250, enter into a 12 month + agreement that will cost any one leaseholder more than £100 a year (e.g. cleaning).
14.If we do not own the freehold, but have the Right to Manage, can we work with HomeMade Management?
Yes - we're experienced in supporting blocks where homeowners have taken control of their block through Right to Manage [PDF], introduced through the Commonhold and Leasehold Reform Act 2002
15. What happens if we make a claim against you or you go bust?
We have never had a dispute with a property director in 30 years of business. We adhere to the best practice standards of The Royal Institute of Chartered Surveyors and The Association of Residential Managing Agents. Service charge and maintenance fund monies are kept in client accounts, not our accounts, in accordance with Royal Institution of Chartered Surveyors "Client Money Protection Scheme". We have Professional Indemnity Insurance to cover for any claims.
16. What are your fees for managing a block?
Ranging from £360 per flat per year, depending on the scope of the service. This includes service charge collection, preparing specifications and managing minor works and services (up to the equivalent of £250 including VAT per flat), dealing with day-today lessee issues. The management of major works will be 12% (including VAT) of the cost of the works, depending on size.
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